MedStep Refund and Cancellation Terms

Effective from 9 November 2026

1. Who these terms apply to

These terms apply to anyone who books lessons through MedStep, including A-level, UCAT and interview preparation lessons and Packages. A Package is a fixed-price bundle of interview preparation lessons. If a parent or guardian books and pays for a student, “you” means the person who paid, and the lessons are for the student.

2. Cancelling or rescheduling a lesson

More than 24 hours before the lesson. You can reschedule for free, as long as your tutor has availability, or you can have a full refund.

Less than 24 hours before the lesson, or if you don’t turn up. The lesson counts as delivered. Your tutor has kept that time free for you, so we can’t refund it or move it.

The 24 hours are counted back from the start time of the lesson. To cancel or reschedule, use your booking confirmation or email [email protected]. If you arrive late, the lesson still ends at its scheduled time.

3. If your tutor cancels or doesn’t turn up

If your tutor cancels, or doesn’t turn up, you can choose to reschedule or to have a full refund for that lesson. Tell us as soon as you can and we’ll arrange it. We may also offer to match you with another tutor.

4. Technical problems

If a lesson can’t go ahead because of a technical problem on our side or your tutor’s, we’ll reschedule it or refund it. If the problem is on your side, such as your internet connection or device, the lesson counts as delivered.

5. Packages

The rules in sections 2 to 4 apply to each lesson in a Package.

• A lesson you cancel more than 24 hours ahead goes back into your Package, so you can book it again.
• A lesson you cancel late, or miss, counts as used.
• If you want to stop part-way through, you can ask for a refund for the lessons that have not been delivered. We work this out as the Package price you paid, divided by the number of lessons in the Package, for each lesson not yet delivered.

6. Your 14-day right to cancel

If you book online, you have the right to cancel within 14 days of booking, without giving a reason.

If you book a lesson that takes place within those 14 days, you are asking us to start the service during the cancellation period. If you then cancel, you will pay for the lessons already delivered, and we will refund the rest. For a Package, a delivered lesson is charged at the Package price divided by the number of lessons.

To cancel, tell us clearly by email at [email protected]. You do not need to give a reason.

7. If you’re not happy with a lesson

Tell us within 7 days of the lesson at [email protected]. Say which lesson it was and what went wrong. We may review the lesson recording to look into it. If we agree the lesson fell short, we’ll offer a replacement lesson, or a full or partial refund, whichever is fair.

8. How refunds are paid

Refunds go back to the payment method you used. We refund the amount you actually paid, within 14 days of agreeing to the refund. It can take a few more days to appear in your bank account, depending on your bank.

9. Discounts and promo codes

Refunds are based on the amount you actually paid. If you used a promo code, any discount is not paid back as cash.

10. Your legal rights

Nothing in these terms affects your legal rights as a consumer.

11. Contact us

Email [email protected] with your name, the date of the lesson or Package, and what you’d like us to do.